the marriage between cloud and itsm

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The Marriage Between Cloud

and ITSM


Jurian Burgers Independent: ITIL Expert (Tripple!) ITIL Instructor Cloud Instructor

Corjan (CJ) Bast Product Manager @ ITpreneurs

Your Presenters

Who?

What?

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Personalities Cloud vs ITSM

ITSM’s Personality

Compatibility or Prenuptial

Agenda

Cloud SLA vs Outsourcing SLA

5

Role Changes


What Cloud ?

“It is not the strongest of the species that survive, nor the most intelligent, but the one most responsive

to change.”

Charles Darwin ( 1809 – 1882 )

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80%

“Within two years, 80% of Fortune 1000 enterprises will use the Cloud”

Source: Gartner


Cloud Computing

The World Is Changing : Movies


Cloud Computing

The World Is Changing : Books


Cloud Computing

The World Is Changing : Music


Cloud Computing

The World Is Changing Our World: IT

It Touches Every Aspect of Your Business


IT-Specialist Application Developer

Application Integration & Middleware Solutions Specialist

Application Manager

Business Analyst

Business Information Management Specialist

Data Management Support Specialist

Data Specialist

Database Administrator

Infrastructure Specialist

Network Services Specialist

Process Specialist

Security Specialist

Server Services Specialist

Service Coordinator

Systems Management Sales Specialist

Systems Management Specialist

Systems Programmer

Test Environment Specialist

Test Manager

Test Specialist

Web Hosting System Administrator

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Understand The Impact

Technical Services Client Infrastructure Specialist

Computer Operator

Coordinator

Customer Service Representative

Data Center Specialist

Deskside Support Representative

IMAC Coordinator

Network Analyst

Operations Analyst

Operations Production Analyst

Security Delivery Specialist

Systems Administrator

Systems Support Specialist

Project Management Delivery Project Executive

Measurements and Reporting Analyst

Program Manager

Project Manager

Project Office Manager

Quality Assurance Professional

Account Management Client Relationship Representative

Service Level Manager

Architect Application Architect

Business Architect

Enterprise Architect

Information Architect

Infrastructure Architect

Integration Architect

Operations Architect

Security/Regulatory Architect

Technical Solutions Architect

Consultant Black Belt

Business Consultant

Information & Security Consultant

IT Management Consultant

IT Strategy Consultant

Metrics Consultant

Organisation Change Consultant

Package Solution Consultant

Systems Management Consultant

Test Consultant

Vendor Management Buyer

Contract Manager

Contract Offering Developer

Procurement Strategic Sourcing

Specialist

Supplier Manager

= Technical training for these roles in the current workforce based on hotspot analysis. = Significant impact on the role, role can cease to exist

= New role


IT-Specialist

Application Developer


Application Manager

Business Analyst



Data Specialist




Process Specialist

Security Specialist


Service Coordinator



Systems Programmer


Test Manager

Test Specialist


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Technical Services

Client Infrastructure Specialist

Computer Operator

Coordinator




IMAC Coordinator

Network Analyst

Operations Analyst





Project Management

Delivery Project Executive


Program Manager

Project Manager



Account Management

Client Relationship Representative


Architect

Application Architect

Business Architect








Consultant

Black Belt

Business Consultant

Information & Security Consultant



Metrics Consultant




Test Consultant

Vendor Management

Buyer

Contract Manager



Specialist

Supplier Manager

Scenario 1 – Creation of On Premise Private Cloud

= Technical training for these roles in the current workforce based on hotspot analysis. = Significant impact on the role, role can cease to exist

= New role


= Technical training for these roles in the current workforce based on hotspot analysis.

IT-Specialist

Application Developer


Application Manager

Business Analyst



Data Specialist




Process Specialist

Security Specialist


Service Coordinator



Systems Programmer


Test Manager

Test Specialist


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Technical Services

Client Infrastructure Specialist

Computer Operator

Coordinator




IMAC Coordinator

Network Analyst

Operations Analyst





Project Management

Delivery Project Executive


Program Manager

Project Manager



Account Management

Client Relationship Representative


Architect

Application Architect

Business Architect








Consultant

Black Belt

Business Consultant

Governance & Security Consultant



Metrics Consultant




Test Consultant

Vendor Management

Buyer

Contract Manager



Specialist

Supplier Manager

Cloud Broker

= Significant impact on the role, role can cease to exist

Scenario 2 – Transition of business critical applications to Enterprise Cloud

= New role


Understanding the Cloud

Personality


Software

Storage

Applications

Cloud Service Providers:


Models of Cloud Computing

Software as a Service

(SaaS), applications which provide business value for

users

Platform as a Service (PaaS),

applications which provides specialized software

components and programming tools

Infrastructure as a Service

(IaaS), applications which provides computing

infrastructure resources as a service


In addition to the cloud service models, there are also a number of ways to deliver or roll out these cloud services. In some of these deployment models, the financial commitment lies with the organizations that use these clouds.

•  Private Cloud •  Community Cloud •  Public Cloud •  Hybrid Cloud

Deployment Models


Virtualization and cloud computing overcome problems such as:

Solution to Problems

Running out of capacity

Cost of excess capacity

Much capital tied up in server

hardware


Understanding the ITSM

Personality


Emerging Technologies

ITSM Focuses on

•  Improving Business – IT alignment •  Providing guidance on processes, activities, and

roles within a service lifecycle framework to manage and deliver IT services

•  Increasing end-users satisfaction •  Increasing process efficiency (service strategy, service

design, service transition, service operations, continual service improvement)

From the ITIL 2011 Syllabus: “Providers of IT services can

no longer afford to focus on technology (The Cloud?) and their internal organization. They must now consider the quality of the services they provide and focus on the relationship with customers.”

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ISO 20000 ISO 20000 Service Management Processes

Service Delivery Processes Capacity

management

Service Continuity and

Availability management

Service Level Management

Service Reporting

Information Security

management

Budgeting and Accounting For

IT Services

Release Process

Relationship Process

Release Management

Business Relationship Management

Supplier management

Resolution Process

Incident Management

Problem Management

Central Processes Configuration & Change

management

Source: http://www.qeindia.com/consulting-services.html



MOF

The Microsoft Operations Framework (MOF) 4.0 service lifecycle (source Microsoft)



ITIL

Adapted from ITIL Core © Crown 2012 Reproduced under licence from Cabinet Office


Compatibility or Prenuptial


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Cloud & ITIL

• Yes, it is relevant because it impacts all lifecycle stages in ITIL

•  Introduction of Cloud Computing changes the way IT services are provided and the way IT service providers manage their services

•  IT service providers can leverage the potential of Cloud Computing to deliver robust offers but it also requires thorough planning and strategizing

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Looking at the Compatibility



Both ITSM and Cloud reduce cost and improve quality of:

•  People •  Process •  Technology

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Looking at the Changes



Demand Management

Service Portfolio Management

Financial Management

Service Catalogue Management

Service Level Management

Supplier Management

Capacity Management

Availability and Service Continuity Management

Information Security Management

Request Fulfillment

Event Management

Incident Management

Problem Management

Access Management

Change Management

Service Asset and Configuration Management

Knowledge Management

Deployment, Decommission, and Transfer

Service Strategy Service Design Service Operation Service Transition

Impact of ITIL on Cloud



ITSM Considerations when adopting Cloud Computing

•  Define sourcing strategies in relation to Cloud Computing

•  Design service based on Cloud Computing •  Construct and roll out services based on

Cloud Computing •  Monitoring the cloud computing environment •  How to detect opportunities for improvement

when some part of that are outsourced?

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Service Portfolio Management Financial Management for IT

Business Relation Management CSI

Availability, Capacity,TSCM, Security Management

Web portal / Service Catalogue Management

Request Fulfillment

Demand Management

Event Management

Change Management

Outsourcing

ITSM Considerations when adopting Cloud Computing


Cloud SLA

VS

Outsourcing SLA


Seven Topics in Cloud Computing SLA’s VS Outsourcing SLA’s

1.  Chain Liability 2.  Contract Duration 3.  Exit Strategy 4.  Security 5.  Sharing Resources 6.  Internet dependability 7.  Financial Model


Chain Liability


Contract Duration


Exit Strategy


Security


Sharing Resources


Internet Dependability


Financial Models


How does your role change?



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•  Articulating the business value •  Employing service-oriented architecture •  Evaluating applicability of cloud service models

Roles and Skills 1/3



•  SLA o Mapping service level agreement (SLA) requirements to

offerings o Negotiating the parameters o Managing the contract

•  Configuration, integration, and provisioning of services •  Managing workload on shared resources •  Measuring, monitoring, metering, billing, and reporting




•  Understanding performance characteristics •  Employing financial engineering •  Managing security, access protection, and risk



•  ITIL is the accelerator: Redesign, Deploy, Manage

•  Use ITIL lifecycle concepts and process

•  Get Educated –  ITIL Foundation & Cloud Essentials –  Advanced Cloud & Advanced ITIL –  ITIL 2011


Theory Practice


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